Delivery in the Greater Trois-Rivières area through our delivery partner.

Delivery times

Local delivery is completed within approximately 24 to 48 business hours, Monday to Friday, by our delivery partner.

A notification may be sent by email or text message to allow you to track your order.

Important conditions

• Only one delivery attempt will be made
• If you would like the order to be left at a specific location, you must clearly indicate this in the order comments
• When an order contains products that need to be kept cold, it is the customer's responsibility to provide an appropriate location for reception, including a cooler if needed
• Santé en Vrac cannot be held responsible for the deterioration of products left unattended at the customer's request

We use various carriers to offer the best possible balance between cost, speed and quality of service.

Our team commits to preparing orders containing in-stock products within approximately 24 business hours.

Santé en Vrac also reserves the right to refuse shipment of any product deemed too fragile, too heavy, too bulky or unsuitable for postal delivery.

Delivery address

It is the customer's responsibility to provide a complete and accurate delivery address.

• No refund of shipping costs will be granted for address errors attributable to the customer
• We do not deliver to P.O. boxes

Packages over 10 kg

The listed rates apply to standard packages up to 10 kg.

If the total order weight exceeds this limit, additional fees may apply. The customer will be contacted before shipment to authorize the additional fees, modify the order or cancel it.

Remote areas or special service zones

Some addresses may be considered remote or subject to special carrier fees, even within a province already covered by the rates above.

In such cases, Santé en Vrac will contact the customer before shipment. The order will not be sent with additional fees without the customer's approval.

Additional fees may apply in the following cases:

• The package exceeds 10 kg
• The package is too bulky or requires special handling
• The delivery address is in a remote or special service area
• Certain products or formats are excluded from free shipping, particularly certain original formats already offered at a reduced price

Despite all the care taken in packaging, damage, loss or breakage may occur during shipping.

The customer must write to info@santeenvrac.com within a maximum of 24 hours of receiving the package, providing:

• The order number
• A clear description of the situation
• Photos of the package, packaging and affected products

Any claim received past the deadline or without sufficient proof may be refused. Each case will be reviewed individually.

If you believe an error was made in your order, please write to us promptly at info@santeenvrac.com.

To speed up processing, please include:

• Your order number
• A description of the issue
• A photo, if applicable

Order error requests are generally processed within approximately 72 business hours.

To request the cancellation of an order, you must send us a written message as soon as possible.

If the order has not yet been prepared, processed, ordered from a supplier or shipped, it may be cancelled at no charge, at the discretion of Santé en Vrac.

If the order has already been prepared, packaged, specially ordered for you or shipped, cancellation or handling fees of 25% may be retained, in addition to applicable shipping costs.

Special orders

No refund or cancellation will be granted on special order products, including products specifically ordered for a customer from a supplier.

For reasons of hygiene, food safety, traceability and quality control, no returns are accepted on the following categories:

• Bulk products
• Fruits and vegetables
• Fresh, refrigerated or frozen products
• Perishable products
• Special orders

No refund will be granted for a fruit or vegetable that does not ripen or whose natural evolution is beyond the reasonable control of Santé en Vrac.

If, exceptionally, a return is authorized by Santé en Vrac, the product must be returned in its original condition, unopened, unused and in its original packaging, when applicable.

Any authorized refund may be issued as a store credit, gift card or via the original payment method, at the discretion of Santé en Vrac or as required by applicable law.

The refund, if applicable, will be for the eligible amount paid, less shipping, return, handling and any other applicable charges.

Refund processing may take 1 to 7 business days after receipt and evaluation of the returned product.

• All sales are considered final, except in the cases expressly provided below
• Returns, exchanges or refunds are exceptional and subject to strict conditions
• Important: all returns must first be pre-approved by email before coming to the store
• We reserve the right to refuse any return that does not comply with this policy

In all cases, the request must be made by email, within these deadlines, to be reviewed.

Before coming to the store with a product to return:

• The person serving you at checkout is fully part of the Santé en Vrac team and family
• They are authorized to apply the policy as written
• It is not possible to speak to a "supervisor" or the owner directly at checkout or to bypass the policy by asking for "someone above"
• The only way to contact the owner regarding a return or dissatisfaction is by email at info@santeenvrac.com, explaining the situation
• Any special request or exceptional situation is reviewed in writing, to ensure a fair, consistent and respectful decision for everyone

Subject to email pre-approval, the following may be eligible for a return or exchange:

• Non-perishable products, unopened, in their original packaging, clean, intact and resaleable

Examples:

• Zero-waste items (certain containers, accessories, etc.)
• Unopened dry grocery products (cereals, pasta, packaged legumes, etc.)

If the return is authorized, we may offer:

• An exchange, or
• A store credit (valid in store or online), or
• More rarely, a refund, depending on the situation

For reasons of food safety, hygiene and common sense, no returns are accepted in the following categories, unless we have made a clear error:

Bulk products

• No return or refund, except for billing errors reported on site or immediately after purchase (e.g. wrong tare, wrong product reference)

Fresh fruits and vegetables, herbs, sprouts, etc.

• Ripeness, texture and storage/consumption methods are beyond our control once the product has left the store
• No returns accepted for these products

Refrigerated or frozen products

• Prepared meals, frozen products, meats, substitutes, cheeses, frozen desserts, tortillas, etc.
• In particular: any product returned thawed, after transport or storage at home, cannot under any circumstances be taken back or refunded

Hygiene or cosmetic products

• No return if the product is not sealed, if the packaging is broken or opened, for hygiene reasons

Any product whose preservation depends on home conditions

• Refrigeration, freezing, time out of the fridge, heat exposure, etc.

Standard returns (eligible, non-defective products)

• A store credit will be issued
• This credit is valid in store or online, according to the terms indicated

Defective products or billing errors

• After review and validation, the refund may be processed via the original payment method, or as a credit, depending on the case

If you believe that:

• The product was defective at the time of purchase
• The best before / expiry date had already passed at the time of purchase
• We made a billing error or gave you the wrong product

Please proceed as follows:

After review, if the error or defect is confirmed, we may offer:

• A product replacement, or
• A store credit, or
• A refund via the original payment method

All products returned for these reasons are removed from sale and destroyed if necessary, to comply with food safety standards.

In some cases, Santé en Vrac offers products whose minimum durability date or "best before" date has passed, for both natural and grocery products.

• These products are only put on sale when they are still deemed safe for consumption, according to our quality standards and in compliance with applicable regulations
• They are clearly identified in store
• They are offered at a significant discount (often 30% or more)
• They are always sold as final sale: non-exchangeable, non-refundable, non-returnable

Keep your eyes open: these bargain products sell fast, but they can never be returned.

Santé en Vrac cannot be held responsible for:

• Delays caused by a carrier
• A package delayed, returned or lost due to an incorrect address provided by the customer
• Deterioration occurring after delivery when a package was left unattended at the customer's request
• A delay or inability to deliver caused by weather, a strike, a service outage, force majeure or any other situation beyond its reasonable control
• The ripening, preservation or deterioration of any product once it has left the store

Our priority is to:

• Protect your health
• Ensure the safety of our products
• Preserve the viability of our small local business

We apply the same policy for everyone, to be fair and consistent.

Thank you for respecting the work of the checkout team members who apply these rules on behalf of the entire team.